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Routing management

Maximizing accessibility and quality

Wherever your call centers are in the world, accessibility can be hampered by a range of limitations. From the local telecoms infrastructure and the licenses you hold to your own system capacity and staffing levels. Sound of Data elegantly routes all your inbound calls away from these constraints. Bypassing telecoms networks via high capacity data lines for unimpeded delivery and, whenever necessary, redirecting them to alternative service centers which aren’t so busy. Streamlining the flow, so everyone who wants to talk to you is assured of being answered.

Prioritizing access for optimal customer service

Sound of Data gives your customers an unobstructed route to your call centers. As well outsmarting telecoms infrastructure limitations, our high-capacity servers manage the flow of traffic and let you decide where each call gets answered. We continuously monitor the quantity of incoming calls and direct them according to your chosen parameters. So you can send callers to different call centers depending on time of day, capacity status, or other factors. Our online portal includes self-service and reporting options, so you can always stay on top of what’s going on.

Reliable call quality

Once your customers are connected, you want to be sure everybody can hear each other clearly. We keep a watchful eye on call quality and work proactively to fix any problems. Always doing all we can to help you deliver an optimal customer service experience.

Reduce workload and worry

Sound of Data’s dedicated team of specialist professionals provide all the proactive assistance you need to ensure smooth end-to-end customer call routing. Our customer focused service puts your convenience first at every level, from cooperation with local service providers to seamless integration between our system and your (existing) platform.

Cost-friendly solution

Our call routing and management services are charged at a per minute fee, which in most cases is lower than you’d be charged by the relevant telco. Plus you benefit from our unique attention to detail when it comes to reliability and quality of service.

Our system is compatible with whatever platform you have in use, so you can switch to our services without needing to invest in new systems.

Our comprehensive service

Routing Management and Contact Numbers administration are closely linked with one another. In order to provide our Routing Management service, we also need to take charge of your Contact Numbers administration. Which is something for you to be excited about, as we save you a heap of hassle and deliver benefits which greatly exceed what you get from a regular telecoms provider. Almost certainly at no extra cost. In fact, you’ll probably save money with us.

And once you entrust us with your Routing Management, you are also able to take advantage of our Overload Solutions service, which gives you a reassuring back-up plan for managing excessive volume. It all adds up to a complete peace-of-mind package for delivering your inbound calls.

Want your calls to travel First Class?

What do you mean, there’s a busy tone?

Beating the bottlenecks

Wherever you are in the world, local telecoms infrastructure can only cope with a certain amount of traffic. If a lot of people are on the phone at the same time, whether or not your call center has anything to do with that, the network becomes full.

When this happens, callers trying to reach you might get a busy tone. Even if you have lines available. You’ll never know they tried to call. And their failure to get through will leave them with a bad impression of your service. Even though it’s not your fault. Life seems so unfair sometimes.

So what do you do?

Sound of Data helps you beat the bottlenecks by routing your calls in a way that avoids local telecoms infrastructure limitations. We do it so seamlessly that you and your callers won’t even be able to tell. Except for the fact that they get through faster, more reliably and with clearer sound.

Does this sound better to you?

Why aren’t more people calling?

Creating comfort zones

If the amount of calls you’re receiving is lower than you expect, or hope for, you’ll naturally want to find out why. Is it a problem with your promotion? Or is the answer lurking in the way things are set up.

We can’t speak for promotional matters. But we have plenty to tell you about how your choice of phone numbers and call routing can influence customer behavior.

It’s all in the mind

Before somebody even picks up the phone they – consciously or subconsciously – assess the number you’ve given them. If something about it makes them feel uncomfortable, such as expecting it to be expensive or even unlucky – yes, this matters to lots of people – you’ve lost them before they even got started.

Or is it beyond your control?

Let’s suppose your numbers are absolutely fine and customers are calling you in their masses. That doesn’t mean every one of them can get through. If the telecoms network is overloaded, which might or might not have anything to do with your callers, they’re going to get a busy tone. They’ll assume it’s your service center that’s too busy to talk to them, even if that isn’t actually the case. Which isn’t great for your reputation. These callers might try again later. Or maybe they won’t.

Confidence booster

If either of these factors are keeping your callers away, the great news is we can fix them. We can identify whether your numbers are holding you back and help you change to ones that won’t. At the same time, we can route every single call so it never falls victim to telecoms infrastructure shortfalls. And in the event of you suddenly having so many calls that you can’t cope with your new-found popularity, we even have ways to solve that so everybody stays happy.

What’s more, because we proactively monitor performance and fix any quality issues before you or your customers even notice, no calls ever get dropped due to technical problems.

Time to stop leaving things to chance?

Arghhh, too many calls at once!

Get over the overload

Too popular for your own good? Or did something happen which leaves everybody needing your advice? For better or for worse, any customer care center can get caught out when the number of people wanting to talk exceeds the ability to serve them.

Let us answer this

Yes, that’s right, we’ll make sure every call gets answered so nobody feels abandoned. Our nifty automated system can do anything from rerouting calls to another service center of your choice to taking callers numbers for you to ring back when you’re less busy. You decide.
Some people call this a Peak Time Solution. Others call it Call Spike Management. Our clients just call it increased customer experience that adds a lot of points to their NPS (Net Promoter Score).

Quietening the crowd

When you take charge of the situation in this way, your backed-up line of waiting callers automatically gets reduced. Everyone either gets answered immediately by one of your agents or knows they’ll hear from you later. So your lines are no longer clogged up with frustrated callers continually redialing in the hope of catching the right wind to get through. Your workload is dispersed to where and when you’re able to deal with it. And you don’t risk dropping calls.
Oh, and by the way…having this invaluable ‘insurance policy’ on standby costs you absolutely nothing. You only pay for the calls it actually handles.

What are you waiting for?

It works the same in this country too, right?

Travelling well

You’ve got a great thing going. With a tried and tested business model. People love what you do. All over the world. You’ve mastered the international marketplace. So setting up customer support for a new country is just another day at the office.

For us, yes. For you, maybe not as simple as you’d expect.

Unlearn your knowledge

Let’s see. Establishing your presence involves getting your contact number, ensuring it’s compliant, sorting out your contract with the local telecoms company and, well, a few other things. You’ve done it before so you can do it again. Except this time everything will be different.

For a start, choosing your contact number means getting to grips with different legal structures and cultural perceptions. You’ll also need to ensure its compliance in this particular country, which might be a can of worms you don’t really want to open. Then there’s the connectivity. Do you really want to start playing negotiation games with an unfamiliar telco, who might not even be able to provide a good enough service to satisfy your needs? Never mind the language barrier!

Forget all that. We’ve got a better solution

We’ve been setting up and maintaining contact center connectivity all over the world since 1991. We know what changes from place to place. We know who to talk to. And we know how they operate. Which means we don’t get caught out by local nuances which could really upset your expansion plans.

And as you’ll discover if you decide to travel with us, we’ll get to know your business so well that you’ll never have to explain yourself again. When you want to add something to your repertoire, just tell us what it is. We’ll understand exactly where you’re coming from and make sure any third parties involved know exactly what to do.

Far better

What’s more, if you bring us on board, we’ll ensure your inbound calls arrive as reliably, quickly and clearly as you could ever wish for. As well as implementing a fully-functional back-up plan for when your service becomes too popular for even you to handle.

Want hassle-free passage into new territory?

Er, what are the compliance rules again?

Safety in numbers

You’ve chosen your telephone numbers, so you’re good to go. Ah, if only. It’s not just customers who need to know your numbers, the regulators are pretty interested too. If you don’t keep them fully informed and ensure every single compliance requirement is met, day-after-day, you could end up in a lot of trouble.

It’s just a number, what’s to comply with?

Well, that’s for the various regulators in each different country to decide. For example, there might be different rules for who can use certain classifications of numbers, or how you are obliged to publicize call tariffs. And many, many more. A large amount of supposedly simple things which can add up to you tearing your hair out, especially if you’re active in a lot of different countries.

One thing you can be sure of is that, whatever rules apply, they’re always subject to change. So you and the regulators will need to become firm buddies.

A friend in need

At Sound of Data, we know better than anyone what to expect, how to deal with it and who to put it right with. We’ve spent years keeping on top of this planet-sized task, and we’re happy to lift the burden from your shoulders. So, actually, you don’t need to expand your social network or your knowledge-base when it comes to compliance, because we’ll take care of it all on your behalf. Isn’t that what friends are for?

Want us to make sure it all adds up?

We need less admin and lower costs!

We wouldn’t blame you for assuming the fantastic improvements achieved through our services come at a heavy cost. To your time, resources and budget. In fact, the exact opposite is true! Everything we offer at Sound of Data saves you time, effort, worry and money. Yes, really!

How do we do it?

It’s quite simple really. We know our craft really well and we perform it on such a large scale that cost-efficiency might as well be our middle name. We’ve got to where we are by understanding our customers’ needs. And one thing we know everybody hates is admin. So minimizing that is as much a part of our service as reliably delivering crystal clear phone calls.

Even though our system is so technologically advanced, we’ve designed it to plug seamlessly into whatever call answering platform you already have in place. So you don’t have to worry about any technical or equipment investments. Or internal changes.

And there’s more…

You get a handy dashboard which provides full insight into your inbound traffic flow (live and historic) and enables you to set rules about how you want calls to be handled. With our reporting tool you can easily analyze all the data and prepare the reports that are relevant for you, without having to ask anybody else for the figures. So you’re always in the driving seat for identifying improvement opportunities.

Yes, it’s true

Time and time again over the years, customers have come to us with a particular service requirement and gone away with a myriad of other problems solved. Well that’s just a figure of speech. They haven’t gone away at all, they’ve stayed with us because their lives and their business performance have improved so much.

All this can be yours

When you put your inbound call routing in our hands, you’ll immediately find your own much freer to get on with other stuff. Or maybe you’ll just relax a bit more.
We deal with all the third parties involved in administrating your contact numbers and delivering calls to your system. We make all the technical changes that need to be made – and you won’t even notice. You leave all the paperwork, the fact-finding and the negotiations to us. Whatever you want to know, or you want to happen, you just have to call one person to take care of it all.